"Detecting Abnormalities in Subscription Products and Supporting Repairs"... Samsung Launches 'AI Pre-Care Alert' Service

Service Support for Subscription Devices
Detecting Issues in Advance to Resolve Problems
Alerting Users After Detecting Abnormal Signs
Plans to Gradually Expand Covered Products and Symptoms

Samsung Electronics has launched the 'Artificial Intelligence (AI) Pre-Care Alert' service, which detects abnormal signs in subscription-based home appliances in advance and supports customers with phone guidance and repair requests.

On April 21, Samsung Electronics announced that it would begin offering the AI Pre-Care Alert service. The AI Pre-Care Alert analyzes data collected from the remote diagnostic system using AI. If any abnormal signs are detected in a home appliance, the service sends a push notification to the user and then provides a phone call to explain the diagnosis.

Samsung Electronics explained that it is enhancing customer convenience throughout the entire process, from product purchase to usage, maintenance, and repair. The AI Pre-Care Alert, conducted by Samsung Electronics Service's professional consultants, supports explanations of the AI diagnosis, checks the device's condition, and assists with scheduling an on-site repair visit. If customers are short on time, they do not need to request after-sales service (A/S) themselves.

In particular, by identifying potential issues in advance, customers can resolve problems early, saving both time and costs. For example, if an abnormal temperature change is detected in a refrigerator or if an air conditioner is low on refrigerant, the system can identify these symptoms ahead of time and prevent them from developing into major malfunctions.

Samsung 'Artificial Intelligence (AI) Subscription Club' members are receiving the 'AI Pre-Care Alert' service and inspecting their products. Provided by Samsung Electronics

Additionally, for seasonal appliances such as air conditioners, early diagnosis allows customers to schedule repair visits before the peak summer season, making reservations more convenient and flexible.

The AI Pre-Care Alert has been introduced for ten subscription-based products: air conditioners, washing machines, dryers, refrigerators, Kimchi refrigerators, dishwashers, induction cooktops, ovens, robot vacuum cleaners, and AirDressers. It can diagnose 24 different symptoms, including predicting refrigerant shortages in air conditioners, detecting abnormal high temperatures in refrigerators, and checking communication modules in washing machines.

Samsung Electronics provides the AI Pre-Care Alert to subscription care service members at no additional charge. The company plans to gradually expand the range of products and symptoms that can be detected in advance. The service is included within the scope of personal information collection and use agreed to at the time of joining the 'AI Subscription Club.' Customers can opt out of receiving notifications at any time if they do not wish to use the service.

'AI Subscription Club' members also receive a 'Monthly Care Report' once a month, which provides information such as device diagnosis results, usage patterns, and energy consumption, allowing them to continuously monitor the status of their subscribed products.

To provide more professional and seamless service to subscription customers, Samsung Electronics has operated dedicated subscription teams at Samsung Electronics Sales, Samsung Electronics Service, and Samsung Electronics Logitech since the beginning of this year, strengthening collaboration among these organizations.